Watch Brian LaRoche Present at CCW Online March 14th, 2017

Callminer

The post Watch Brian LaRoche Present at CCW Online March 14th, 2017 appeared first on CallMiner. Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. CCW Online Customer Experience Game Changers “The Efficient vs. The […].

Top 10 Posts of 2017

Contact Center Pipeline

For 2017, not surprisingly, the emphasis was on people-centric topics. The end of December is a great time to reflect on the past year. It’s also a time when I like to dip into our blog statistics to see which topics appealed most to readers. Among the articles published on artificial intelligence, the chief concern […].

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Not To Be Missed: The Best Of 2017

Beyond Philosophy

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. The post Not To Be Missed: The Best Of 2017 appeared first on. I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more.

Ensure 2017 Is YOUR Year: 3 critical things to avoid!

Beyond Philosophy

Help make 2017 a great year for your customers too. The post Ensure 2017 Is YOUR Year: 3 critical things to avoid! Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. With a little effort, we should be back on track in no time. If only it were that easy! The truth is the hot mess we return to makes us want to pack up and head right back on holiday. Unfortunately, for the majority of us, this solution isn’t an option.

IBM Amplify 2017

Peter Lavers

We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX. IBM Amplify is the premier Marketing and Commerce conference, featuring practical guidance on how to understand, target, engage and win customers across multiple channels by combining proven best practices with emerging technologies.

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance

Callminer

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […].

5 Top Customer Service Articles For the Week of November 6, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of November 6, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir.

Top Contact Center Acquisitions of 2017

Fonolo

Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant. It’s been a very busy year for acquisitions in the contact center space. The ongoing “cloud-ification” was one of the main driving forces. (We We covered that topic here and here.) But other forces were in play as well.

5 Top Customer Service Articles For the Week of December 11, 2017

ShepHyken

Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. Shaun Belding) With 2017 drawing to a close, we’ve gone through our notes to find what we felt were the top 10 Wow customer service stories of the year. The post 5 Top Customer Service Articles For the Week of December 11, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

5 Top Customer Service Articles for the Week of October 2, 2017

ShepHyken

The post 5 Top Customer Service Articles for the Week of October 2, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows.

5 Top Customer Service Articles For the Week of January 16, 2017

ShepHyken

5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Experts Share Their Top Choice for 2017 Contact Center Technology by Hagai Shaham. The post 5 Top Customer Service Articles For the Week of January 16, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources.

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5 Top Customer Service Articles for the Week of September 11, 2017

ShepHyken

The post 5 Top Customer Service Articles for the Week of September 11, 2017 appeared first on Shep Hyken. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

5 Top Customer Service Articles for the Week of September 18, 2017

ShepHyken

The post 5 Top Customer Service Articles for the Week of September 18, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian.

5 Top Customer Service Articles For the Week of November 27, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of November 27, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. Josh Linkner) In our transactional world of fickle customers, how do we snag the prize?

Photo Album: Team Convoso at Call Center Week Las Vegas 2017

Convoso

Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. tradeshow Convoso call center week call center week 2017The highly anticipated event took place in The Mirage in Las Vegas, Nevada. During the event, Team Convoso was thrilled at the opportunity to touch base with some of our existing clients along with getting to build new relationships with a variety of potential new customers.

5 Top Customer Service Articles for the Week of August 14, 2017

ShepHyken

The post 5 Top Customer Service Articles for the Week of August 14, 2017 appeared first on Shep Hyken. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Appearing to Care by Seth Godin.

5 Top Customer Service Articles For the Week of May 22, 2017

ShepHyken

2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. The post 5 Top Customer Service Articles For the Week of May 22, 2017 appeared first on Shep Hyken. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan.

5 Top Customer Service Articles for the Week of August 28, 2017

ShepHyken

The post 5 Top Customer Service Articles for the Week of August 28, 2017 appeared first on Shep Hyken. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli.

5 Top Customer Service Articles for the Week of October 16, 2017

ShepHyken

The post 5 Top Customer Service Articles for the Week of October 16, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Engage Your Front Line To Increase Your Bottom Line by Beth Benjamin and Emma Sopadjieva.

5 Top Customer Service Articles For the Week of January 9, 2017

ShepHyken

3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. Customers That Stick) To start off 2017, instead of looking at new technologies or predicting the next “big thing,” I thought it would be useful take a different tack — to help identify those areas in customer experience that tend to be overlooked, those areas where organizations can reap huge benefits from directing their focus but often do not. 2017 Customer Experience Resolutions by Lynn Hunsaker.

5 Top Customer Service Articles For the Week of May 1, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of May 1, 2017 appeared first on Shep Hyken. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 1 simple reason why every business should be on Twitter by Mark Shaw.

5 Top Customer Service Articles For the Week of March 6, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of March 6, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou.

5 Top Customer Service Articles For the Week of February 20, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of February 20, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly.

5 Top Customer Service Articles For the Week of March 27, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of March 27, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray.

5 Top Customer Service Articles For the Week of May 8, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of May 8, 2017 appeared first on Shep Hyken. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Content Marketing and Customer Experience All-Stars by James A. Martin.

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

5 Top Customer Service Articles for the Week of October 23, 2017

ShepHyken

The post 5 Top Customer Service Articles for the Week of October 23, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Most Costly Mistake In Business by Vala Afshar.

5 Top Customer Service Articles For the Week of February 13, 2017

ShepHyken

Top 10 Customer Service Trends for 2017 [Whitepaper] b y Daniela Puzzo . Fonolo) This whitepaper examines 10 customer service trends that will dramatically affect the success of your support team in 2017. The post 5 Top Customer Service Articles For the Week of February 13, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

5 Top Customer Service Articles For the Week of February 6, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of February 6, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards.

5 Top Customer Service Articles For the Week of April 10, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of April 10, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Improving Customer Experience Through Customer Data by Daniel Newman.

5 Top Customer Service Articles for the Week of September 25, 2017

ShepHyken

The post 5 Top Customer Service Articles for the Week of September 25, 2017 appeared first on Shep Hyken. by Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why You Must Answer Every Negative Review by Jay Baer. Convince & Convert) When confronted with criticism, our instincts take over.

5 Top Customer Service Articles For the Week of April 3, 2017

ShepHyken

My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Entrepreneur) What makes a brand strong in 2017? The post 5 Top Customer Service Articles For the Week of April 3, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.

2017 Temkin Effort Ratings, U.S. & UK

Experience Matters

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. In January 2017, we surveyed 10,000 Read More. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experienceand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

5 Top Customer Service Articles For the Week of January 30, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of January 30, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today.

5 Top Customer Service Articles For the Week of April 17, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of April 17, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli.

Contact Center Pipeline Magazine: Inside Our September 2017 Issue

Contact Center Pipeline

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. Trillions. More than Hurricane Katrina and Hurricane Sandy, combined. The personal and financial losses revealed […]. Inside The Issue call center contact center

2017 Temkin Emotion Ratings, U.S. & UK

Experience Matters

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experience Emotionand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

5 Top Customer Service Articles For the Week of April 24, 2017

ShepHyken

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Forbes) While attending CES 2017 in Las Vegas, I spent a lot of time meandering around slot machines looking for meeting rooms, restaurants and taxi stands. Top 10 Customer Service Blogs to Follow in 2017 by Daniela Puzzo. The post 5 Top Customer Service Articles For the Week of April 24, 2017 appeared first on Shep Hyken.

5 Top Customer Service Articles For the Week of June 5, 2017

ShepHyken

The post 5 Top Customer Service Articles For the Week of June 5, 2017 appeared first on Shep Hyken. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 11 Tips to Save Your Retail Business From Extinction by Anne Pilon.

5 Top Customer Service Articles For the Week of January 2, 2017

ShepHyken

Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. The post 5 Top Customer Service Articles For the Week of January 2, 2017 appeared first on Shep Hyken. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.